CSM Magazine

MARCH 9, 2023

Every relevant route of contact should be explored and deployed to help customers find a way to improve their own experience. Even more crucial, according to The Motley Fool, is the use of customer data analysis.

Ecommerce 52

Ecommerce Customer Service Social Media Training 52

ShepHyken

OCTOBER 19, 2020

What Is Voice of the Customer and What Does it Mean for Customer Experience? CMSWire) Voice of Customer (VoC) programs have been shown to improve the customer journey when brands use VoC metrics to obtain actionable insights, but only when those insights are used to make positive changes to a product, service, or business.

Customer Service 75

Customer Service Chatbots Effort Score Voice of Customer 75

Second to None

MARCH 29, 2019

Increase customer spend? In the case of the new customer service training program in our example (an investment aiming to increase customer satisfaction), you would want to look at frequency of purchase or the average spend per customer. Will it increase sales? Decrease cost?

ROI 86

ROI Measurement Effort Score How To 86

ShepHyken

MAY 12, 2019

Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information on The Customer Focus customer service training programs go to www.TheCustomerFocus.com. Furthermore, the goal isn’t just to provide a good CX, but a memorable CX.

Chatbots 91

Chatbots Loyalty Programs Customer Service Return on Investment 91

Myra Golden

OCTOBER 18, 2016

A company called me to deliver customer service training. After listening to a random sample of phone calls between customer service employees and customers, I realized the problem wasn’t a lack of soft skills. The problem was the company was too darn hard to do business with.

Training 40

Training Customer Experience Telecommunications Call Center 40

Myra Golden

OCTOBER 18, 2016

A company called me to deliver customer service training. After listening to a random sample of phone calls between customer service employees and customers, I realized the problem wasn’t a lack of soft skills. The problem was the company was too darn hard to do business with.

Training 40

Training Customer Experience Telecommunications Call Center 40

Storyminers

JULY 6, 2020

Augie Ray is a Vice President Analyst covering customer experience (CX) for marketing and CX leaders. Mr. She is a long time speaker and training partner to many Fortune 500 companies across the nation. She creates fun and engaging classes to teach her clients to give their customers the best possible experience. Stacy Sherman.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147